Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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Great product with many benefits
What do you like best about the product?
Friendly interface
Great Customer Service
Evaluations, Coaching, and Comments
Ability to customize scorecards
Quickly perform audits
Ability to pull calls based on keywords
Great Customer Service
Evaluations, Coaching, and Comments
Ability to customize scorecards
Quickly perform audits
Ability to pull calls based on keywords
What do you dislike about the product?
Not being able to break it down by agent once you have created your team.
What problems is the product solving and how is that benefiting you?
Before Observe.AI we were manually having to pull each call and fill out a scorecard we built in excel. This product has allowed us to quickly pull calls and score them and then review and coach our team.
My experience using Observe.AI has been a great one! This software is super easy to navigate.
What do you like best about the product?
I looooooove the moments! I love that we can create moments then quickly grade those areas on the evaluation form. I also love the coaching feature, which allows you to track follow-up and progression. We have tripled in evaluations completed per month after we started using Observe.AI!
What do you dislike about the product?
I currently don't have any dislikes about Observe.AI.
What problems is the product solving and how is that benefiting you?
I can manage compliance and customer satisfaction better than ever before. I'm also able to grade calls more efficiently. Coaching and feedback are also effortless to operate with Observe.AI, and everything is in one spot for each Expert when it's time to review.
Recommendations to others considering the product:
GET IT!!! I promise you will not be disappointed.
Organized, and easy to use!
What do you like best about the product?
I like that it is easy to filter and find specific calls quickly.
What do you dislike about the product?
The moments captured in calls isn't always accurate.
What problems is the product solving and how is that benefiting you?
It is helping me monitor and evaluate the call center, making sure they are maintaining the highest level of quality to our customers.
I love using this tool for coaching
What do you like best about the product?
we can narrow down our search depending on what we are looking for
What do you dislike about the product?
the only thing I dont like is sometime the transcripts dont match the calls
What problems is the product solving and how is that benefiting you?
it's easy to see what may be causing high call volume, for example, how many calls are we getting relating to W2's
Excellent platform and communication
What do you like best about the product?
An easy to use interface, making grading and coaching easier
What do you dislike about the product?
Language translation would be an added bonus
What problems is the product solving and how is that benefiting you?
Working out how to pull our info with an API call into other platforms, we've been able to provide a faster workflow to grading however
Recommendations to others considering the product:
Reach out to your RM as their communication is excellent!
Great product to help with my daily QA
What do you like best about the product?
The most helpful thing is that you can see where the audio/speech starts and ends for both the agent as well as the caller. I think it's super easy to use. You can make your own scorecards. I like that it syncs with Talk Desk. You can also customize what you need. The developer team checks in with our team to be sure that we have everything that we need, as well. When listening to the calls, there are little to no glitches, so it's super effective for what I need to use it for with my role as a Quality and Efficiency Analyst. I enjoy helping correct the transcriptions, as well. You can tell the AI that the transcription is incorrect and add the reason as to why it's incorrect, type out what it should say instead. Observe AI allows for great visibility when it comes to feedback for agents. I don't get a chance to be face to face with the agents that I am currently grading, but the feedback I provide with our scorecards goes directly to their managers and they are the ones who get to coach the agents. I like that there is currently a "beta" mode for Coaching, as in not actually grading the agent's call but any time there's additional things that are pointed out by other agents in our company, I can go to that section to provide additional feedback for the agent on what they missed, or what they maybe need more coaching on.
What do you dislike about the product?
The transcription is a bit wonky. Granted, nothing will be perfect, but sometimes it is WAY off. Other than that, I don't really find many things yet that I dislike.
One thing I would like them to add is a "workflow" possibly, instead of quality agents needing to manually pull calls to listen to, there could be a way to have either daily or weekly workflows with calls that are populated into the workflow.
One thing I would like them to add is a "workflow" possibly, instead of quality agents needing to manually pull calls to listen to, there could be a way to have either daily or weekly workflows with calls that are populated into the workflow.
What problems is the product solving and how is that benefiting you?
I've been able to successfully bring up our overall QA scores by effectively monitoring with ObserveAI.
Recommendations to others considering the product:
I would definitely recommend using this product if you are looking for a new effective monitoring system for quality assurance purposes. Easy to use, detailed but not overwhelming.
Great Experience with Observe.AI
What do you like best about the product?
The ability to text search the calls to our call center has been a game changer. This allows me to quickly parse thousands of calls for specific verbiage. The ability to more quickly and efficiently score our calls for quality assurance has also been a huge plus.
What do you dislike about the product?
It can take a some time to help the software learn and we do get some false positives for some of our moments. That being said, these are very minor inconveniences against all of the conveniences that that software gives us.
What problems is the product solving and how is that benefiting you?
Again the ability to parse through the text rather than listening to hours of speech has been great. as far as scoring a call for quality assurance, it now takes about half the time for each call.
Informative and Insightful for our business.
What do you like best about the product?
The team at Observe AI was a pleasure to work with. They were very thorough and willing to assist no mater how small or large the task was. Their guidance and expertise was evident in our implementation of Observe AI.The ability to share evaluations, coaching, comments, and the call itself all in one place is both beneficial for agents and time saving for the our supervisors.
What do you dislike about the product?
Extracting data and reporting needs to be better.
What problems is the product solving and how is that benefiting you?
Evaluating 100% of calls makes it easier to give feedback to agents, also being able to spot trends of why customers are calling in.
Recommendations to others considering the product:
Very easy and simple to use. Also the staff at Observe.AI is like no other, they care about you succeeding using their product.
Quality Analyst
What do you like best about the product?
I like the ease of use. I like that I am able to sort through calls easily.
What do you dislike about the product?
I wish I could sort calls by language or that there was an indicator of language.
What problems is the product solving and how is that benefiting you?
It's quick and efficient. Even if the chat transcripts arent 100% accurate you are able to easily find the portion of the call you are looking for.
Recommendations to others considering the product:
Observe Ai is a great way to listen to calls. It is easily accessible and can be easily filtered to narrow your search.
Great platform/Product! Would recommend to anyone! A++++
What do you like best about the product?
Observe.AI has made my life easier when it comes to reviewing calls for quality and also for training. The platform is very user friendly and the options and features exceed my expectations. Eric and his team are super easy to work with and very supportive! I also really appreciate the fact that the support team is there with you every step of the way, I don't feel lost and I don't feel like they are leaving me to figure out things on my own. Eric helps me realize new needs and opportunities every time we speak.
What do you dislike about the product?
I can't really say I dislike anything at this point, it has made my life much easier and I am very satisfied with the product itself and also the support I receive from Eric and his team.
What problems is the product solving and how is that benefiting you?
Observe.AI is helping me manage my quality and compliance requirements with ease. I've realized that with AI we can evaluate and review more calls in a more efficient and timely manner. It's hard to believe it was done any other way before. I've also come to realize that with the continued support we receive on a regular basis they have helped identify new solutions and new and better ways of doing things that make our job much easier.
Recommendations to others considering the product:
Definitely consider using their platform/product as you won't regret how easy it is to setup and implement. The support is amazing and they will be with you every step of the way and will work on meeting all of your requirements and you will even find they will help you discover new needs that you did not even realize before!
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